Language Support

Effective communication is crucial for providing excellent customer service, especially in a multilingual environment. Our platform offers robust language support features that enable your AI agent to interact with callers in their preferred language seamlessly. This guide explains how to utilize these features to enhance the accessibility and user experience of your AI agent. We currently support over 30 languages.

Instant Language Switching

Our AI agent supports instant language switching during a call. Callers can simply state their preferred language, and the agent will immediately continue the conversation in that language. For example:

• If a caller says, "Hindi," the agent will switch to Hindi.
• If a caller requests, "Talk to me in Spanish," the agent will seamlessly transition to Spanish.

This feature ensures that callers can interact comfortably without navigating complex menus or restarting the conversation.

Configuring Language Switching via Key Presses

You can also configure the agent to switch languages based on key presses. This provides an additional option for callers to select their preferred language quickly. Here's how to set it up:

1. Define Key Press Instructions: In your agent's instructions, specify which key press corresponds to each language. For example:

   • "When the caller presses 1, switch the language to English."
   • "When the caller presses 2, switch the language to Spanish."
   • "When the caller presses 3, switch the language to French."

          These are special instructions, which we have already covered in our previous guide.

1. Inform Callers in the Greeting: Modify your agent's greeting to inform callers of the available language options. For example:

   • "Welcome to our service. For English, press 1 or say 'English.' Para español, presione 2 o diga 'Español.' Pour le français, appuyez sur 3 ou dites 'Français.'"

By providing both verbal and keypad options, you accommodate a wider range of caller preferences and make the language selection process more intuitive.

Setting the Default Language

You can set the default language for your AI agent in the agent configuration page. This means the agent will start the conversation in the default language unless the caller specifies otherwise. To set the default language:

1. Go to your agent's page.
2. Click on the Configure tab.
3. Switch language and save.

Setting an appropriate default language based on your primary customer base enhances the initial interaction and reduces the need for language switching for most callers.

Writing Instructions for Multilingual Support

One of the significant advantages of our platform is that you only need to write the agent's instructions once, preferably in English. The AI agent will follow these instructions in any supported language. This simplifies the setup process and ensures consistent service across different languages.

Key Points:

• Single Set of Instructions: Write clear and concise instructions in English. The AI agent's language models will interpret and apply these instructions in conversations, regardless of the language spoken by the caller. 

• Consistent Experience: Since the same instructions guide all interactions, callers receive a consistent experience no matter which language they choose.

• No Need for Multiple Translations: You don't have to provide translations of your instructions. The AI agent handles the language translation internally, saving you time and effort.

Best Practices for Language Support

• Clear Greeting: Ensure your greeting message is concise and informs callers about language options. Use simple phrases and, if possible, include the language options in each respective language for clarity.

• Test Multilingual Interactions: Use the testing tools available in the platform to simulate calls in different languages. This helps verify that language switching works correctly and that the agent understands and responds appropriately.

• Cultural Sensitivity: Be mindful of cultural differences when interacting in different languages. While the AI agent handles language translation, consider any cultural nuances that might affect communication.

• Regular Updates: Keep your agent's instructions and greeting messages up to date, especially if you add support for additional languages or make changes to your service offerings.

Summary

Our platform's language support features enable your AI agent to communicate effectively with a diverse customer base. By allowing instant language switching through spoken requests or key presses, and by setting a default language, you ensure that callers can interact in their preferred language effortlessly. Writing instructions once in English simplifies the setup process while providing a consistent and high-quality experience across all supported languages.

By leveraging these language support capabilities, you enhance accessibility, improve customer satisfaction, and demonstrate a commitment to serving a multilingual audience.